Bad Service

[bkoopman]

I am in the process of breaking down my 210 and transferring everything to my new 245. I arranged everything to be here so that I could accomplish the transfer over the weekend. I called MD to place an order on Wed for the last items that I needed. I told them I needed it by Fri...no ifs, and, or buts. They said that I had just missed the cutoff for overnight but that it would be sent out first thing Thu morning so that I would have it on Fri. GREAT!! Placed the order. At 7:47 pm on Fri I get a call from MD asking me to verify my address since their 3rd party company that does this did not get back to them yet. The best they could do was to waive the S/H and get it to me on Tue. NO GOOD!!! I only had this weekend to work on this and have been busting my butt to get everything ready for the transfer. I spent 16 hrs on Mon and Tue building the stand and canopy, drove to Winthrop, MN from Chicago (7.5 hrs each way) to pick up the new tank, and had everything else overnighted. So all of that work went out the window because MD (or their sub) dropped the ball!!! I WILL NEVER USE MD FOR ANY OF MY FUTURE PURCHASES.....NO MATTER WHAT THE REASON/EXCUSE IS!!!!!

And to wrap this all up, I get an email at 10 pm Fri night telling me that my order has been shipped via UPS Red eventhough I had told them to cancel the order since they had screwed me on this project...GO FIGURE!!

 

[the_anti_honda]

not to back up Marine Depot or get into an argument. but you should have orderd your products way ahead of time. thats like waiting for the last minute to study for a final exame and you wonder why you bombed it. i have used MD many times before and think they do a wonderful job of a customer service. i think its a bit harsh for you to blame Marine Depot for your mistake. if you want to vent take it up with someone who cares. this forum is not about bashing vendors because you fail to do your part. comming from the LFS and retail business i would put it like this. dont rush things especialy if your at someone elses disgression.

 

[bkoopman]

I HAVE owned 3 retail shops. I dealt with this kind of situation all of the time What I am upset about is that it took them 56 hours to NOT verify my address but then tried to do so over the phone. Why is that an acceptable way to verify my address when I gave them the same address over the phone on Wed when I placed the order. I blame then for having a faulty system. In my businesses, the addresses were verified as soon as we ran the credit card, which was done on Wed. How is it my fault that they told me the order would ship on Thu and it did not?????

THe reason I had to try to get the parts from someone else is because UPS damaged the ones that my LFS had ordered in for me and got on Wed afternoon. So yes I did plan ahead.

IT IS STILL MD FAULT FOR DROPPING THE BALL (or hiring a company that did).

 

[MarineDepot]

HI Bill,

I apologize for the delay in your package. The delay was caused by our credit card address verification system. In the interest of protecting our customers from fraud, we utilize an extensive verification system and unfortunately your order was held up. I do show that we offered to ship the items to you at no charge and I hope that you would give us a try again. We do our best to complete the orders in as timely a manner as possible. Most of the orders we receive are processed on the same or following business day.

I also want to assure you that the order did not go out and was cancelled as requested.

Let me know if there's anything we can help you with.

Ben R.
Customer Service Manager
www.marinedepot.com

 

[bkoopman]

Ben,

Thank you for the reply and the info confirming the cancelation of the order.

Bill